ResMed EZ™ Subscription Plan FAQs

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• Pre-sign-up questions
• Post-sign-up questions
• Shipping and Billing
• Policies
• Contact
• References

1. What are ResMed EZ subscription plans?
   ResMed EZ subscription plans are designed to ensure you have all the gear you need for your ongoing CPAP therapy, while giving you the flexibility to modify your replenishment schedule when you need to. Once signed up, you’ll no longer need to remember when to replenish your masks, device filters or other consumables again. ResMed will schedule and deliver them to your door.
   
   
2. Which plan is best for me?
   If you’re new to CPAP and desire long term therapy adherence, ResMed recommends you signup for the Total Care subscription. ResMed EZ Total Care is designed to equip you with everything you need to take care of your CPAP gear for the long run.
   
   If you’ve been using CPAP for a while and know what products you need and when, the Essential Care subscription offers you the flexibility to customise your plan to suit your needs.
   
   If you still need help deciding, you can always contact our friendly sleep coaches* on 0800 333 675.
   
   *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
   
   
3. How much are ResMed EZ subscription plans?
   As the plans are customisable, pricing will depend on your selections. Our sleep coaches* can help calculate how much you will pay weekly.
   
   *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
   
   
4. How do I sign up?
   You can visit us in-store or sign-up for a ResMed EZ subscription plan online.
   
   
5. Is there a sign-up fee?
   A sign-up fee of $99 NZD will apply to your ResMed EZ subscription if it includes a device. This fee, along with your first weekly payment, is payable upon sign-up.
   
   
6. What devices are available on ResMed EZ subscription?
   Currently, AirSense™ 11 AutoSet™, AirSense 10 AutoSet, AirSense 10 AutoSet for Her, and AirMini™ devices are available on our ResMed EZ subscription plans.
   
   
7. Can I choose a non-ResMed mask on a ResMed EZ subscription plan? As these are ResMed subscription plans, only selected ResMed masks are available. If you require or prefer a different mask, it may be available to purchase outright from our stores or website.
   
   
8. Can I customise my ResMed EZ subscription?
   ResMed created its ResMed EZ subscription plans with flexibility in mind. You can start your journey with the Essential Care plan and add the options that you may need. If you would like a member of our team to help you choose, visit one of our stores or call us on 0800 333 675.
   
   
9. Are all ResMed products available on a ResMed EZ subscription plan?
   Currently, only ResMed AirSense 11 AutoSet, AirSense 10 AutoSet, AirSense 10 AutoSet for Her, AirMini and selected masks^ are available on ResMed EZ subscription plans.
   
   ^Selected masks include AirFit F30, AirFit F30i, AirFit F20, AirFit N30, AirFit N30i, AirFit N20, AirFit P30i, AirFit P10, AirFit N30 for AirMini, AirFit P10 for AirMini, AirTouch N20, and AirTouch F20 Note: AirFit F30 is not available on the AirMini Total Care subscription.
   
   
10. Does ResMed have a device subscription plan that comes with AirTouch masks?
    AirTouch masks are only available on ResMed EZ Smart Care subscription plans. ResMed is looking into having this mask as an option under their device plans and hopes to make it available soon. If you would like us to notify you when they are available, please leave us a message via the ‘Contact Us' form.
    
    
11. What benefits come with being a subscriber?
    ResMed EZ subscription plans are customisable and simple to manage. You can enjoy the peace of mind to modify or cancel your plan# when it no longer suits you.
    
    ResMed EZ offers:
    - Easy weekly payments
    - Regular consumable replacements delivered to your door
    - Sleep coach* support
    - Flexible plans with Mask Swap Guarantee and Sleep-on-it Promise#
    - Accidental breakage for selected mask and device accessories for Total Care subscribers.#
    - Additional device and mask sleepvantage warranty is available to ResMed EZ subscribers who sign up for sleepvantage, ResMed’s membership program.#
    
    #Terms & Conditions apply
    
    *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
    
    
12. What support will I receive?
    Need help with your products or have a question about your CPAP therapy? Our sleep coaches* are available to help you. Contact them on 0800 333 675 or book an in-store or virtual appointment to see them.
    
    *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
    
    
13. Do you offer trials before signing up?
    If you prefer to trial your CPAP equipment before signing up for a ResMed EZ subscription plan, you can! Call us on 0800 333 675 to discuss your options, or head in-store to talk to a sleep coach.* Our trial fee is $35 NZD per week. You can click here to hire your CPAP equipment now.
    
    Alternatively, you can start on the ResMed EZ subscription and take the gear home to try for up to 30 days. If you’re not completely satisfied, you can return it and cancel your plan under the ResMed Sleep-on-it promise.# Note: the weekly payments will continue until you return your gear to EdenSleep. All fees paid before the return of the equipment to EdenSleep will not be refunded.
    
    *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
    
    #Terms & Conditions apply

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1. How can I check what products are a part of my ResMed EZ subscription plan?
   Login to your “My Account” on EdenSleep.co.nz to see what plan you’re on and what products are available as part of your subscription. Alternatively, contact us, and our sleep coaches* can provide this information to you.
   
   *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
   
   
2. Can I make changes to my ResMed EZ subscription plan once I’ve subscribed?
   ResMed EZ subscription plans have been designed with flexibility in mind. To make changes to your subscription plan, you can visit us in-store or call us on 0800 333 675 to speak to our friendly sleep coaches.
   
   #Terms & Conditions apply

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Shipping and Billing

1. What are my payment options?
   We accept all major credit/debit cards.
   
   
2. Can I change from weekly payments to monthly?
   Currently, ResMed do not offer a monthly payment option. However, they are working on providing more flexible payment options to their subscribers. Use the 'Contact Us' form to let us know if you would like to be notified when the monthly payment options become available.
   
   
3. Do I have to pay for shipping?
   You do not have to pay for standard shipping for products that are included in your ResMed EZ subscription.
   
   
4. Can I pay out my ResMed EZ subscription plan?
   Yes, you can choose to pay your weekly subscription fees in advance or opt to pay off the remainder of the items you have received early. You can make advanced payment calling us on 0800 333 675.
   
   
5. Do you ship to P.O boxes?
   Yes, we do.
   
   
6. How do I track my order?
   Once your order has left our warehouse, you’ll receive shipping confirmation details via our courier. You’ll be able to track your order from the link they provide.
   
   
7. How frequently will product(s) arrive?
   Depending on the plan and product options you have subscribed to, you may receive products every 6 or 12 months. Different products have different replacement frequencies. You can find more information in the ResMed EZ Terms and Conditions.
   
   
8. Who do I contact if I didn’t receive my products?
   Our sleep coaches* will help to resolve the issue. Contact them on 0800 333 675 or use the ‘Contact us’ form. Select the ‘Subscription Management’ enquiry type to submit your enquiry online.
   
   If you have provided us with an incorrect address, a delivery fee may be applied to re-deliver your product(s).
   
   *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
   
   
9. How do I update my address or payment details? You can update your details by one of the following options:
   - Login to your “My Account” and update your details under “My Subscriptions” section.
   -  Contact our sleep coaches* on 0800 333 675.
   
   *EdenSleep Sleep Coaches are sales and customer service representatives who have received training in sleep health. They can give general information about sleep health, sleep disorders and products that may help improve your sleep. However, They are not a qualified healthcare professional and cannot provide medical advice. We recommend you continue to consult your GP or respiratory physician.
   
   
10. Can I put my subscription on hold if needed?
    We understand that circumstances may change, and we will do our best to support you. Contact us on 0800 333 675 to discuss possible options.
    
    
11. What if my credit/debit card expires?
    If your credit/debit card is due to expire, please update your details as soon as possible by logging in to your “My Account” on EdenSleep.co.nz. You can update your payment details under the “My Subscriptions” section. We will send you an email notification if your credit/debit card had expired. As we won’t be able to receive payment from an expired card, your access to ResMed EZ replenishment products and services may be affected. 

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1. What is your cancellation policy?
   If you’ve subscribed to a ResMed EZ subscription plan and would like to cancel the plan within 30-days from the date of sign up, you can do so under the ResMed Sleep-on-it promise.# Once you’ve cancelled, weekly payments will continue until you return your gear to EdenSleep. All fees paid before the return of the equipment to EdenSleep will not be refunded.
   
   For cancellations made after 30 days, you may have to pay a termination fee depending on which part of your plan you choose to cancel and when. You will be required to pay the outstanding amounts owed on the device and/or any masks and accessories that you have already received as part of your subscription.
   
   If you would like to cancel replenishment items that are scheduled for delivery, you can do so via by calling us on 0800 333 675 up to 1 day before the scheduled delivery date. Cancellation fee# may apply if you’re cancelling your first mask replenishment.
   
   If you have any questions about our cancellation policy or if you are struggling to make your subscription payments, please contact us at 0800 333 675
   
   #Terms & Conditions apply
   
   
2. What is the ResMed Mask Swap guarantee?
   Subscribers to Essential Care, Total Care, and Smart Care plans can request to swap their mask for a different ResMed mask within 30 days of receiving the mask. Terms & Conditions apply.
   
   
3. Who gets accidental breakage cover?
   Total Care subscribers will receive accidental breakage cover as an added warranty benefit. They can claim replacements for certain mask parts, tubing, and HumidAir tub that were accidentally damaged. Terms and Conditions apply.
   
   
4. How do I claim under accidental breakage?
   Simply head to our ‘Contact us’ form online, select the ‘Subscription Management’ Enquiry Type, then ‘Accidental breakage claim’ under subscription management details. Complete the form there, leave a message to let us know how you broke the part and make sure you attach a photo of the broken part before submitting the claim. One of our team members will be in contact with you to process your claim.
   
   Alternatively, contact us on 0800 333 675 or visit us in-store, and we can help you submit an accidental breakage claim. You will need to show us the damaged product by photo or in person.

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1. How do I contact you if I need product support or if I have questions about shipping or billing?
   You can visit us in-store, by calling 0800 333 675 or by submitting your question using the ‘Contact us’ form. Select the ‘Subscription Management’ enquiry type to submit your enquiry online.
   
   
2. Got a question we haven’t answered here?
   We’d be happy to help you! You can call us at 0800 333 675 or visit us in store. You can also submit your question using the ‘Contact us’ form. Select the ‘Subscription management’ enquiry type to submit your enquiry online.
   
   
3. Can I book an appointment before visiting or calling?
   Yes you can! You can book and appointment on our website or check out our trading hours in the ‘Contact us’ page.

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